Why do people pay triple the cost for a cup of coffee at Starbucks vs. McDonalds. The answer to this question goes beyond price
What Excellent CX At Coffee Shops Can Teach Brands
read more
Doing CX Right Blog
Customer Loyalty
Creating WOW Moments by Simply Being Human
I had the honor of being on Amazing Business Radio hosted by Shep Hyken. He’s a well-known customer service expert, New York Times
Transforming Business Through Happy Experiences
People are used to interacting with a brand in transactional ways, but when a business can turn a transaction into a transformation, that’s when the magic happens.
How To Create WOW Moments For CX Success. (Try This Easy Technique)
Over the years, I’ve been speaking and writing about the importance of experiences and creating Wow Moments to drive
CX Example That Stands Out Above The Rest
I’m constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee
The Power of Wow Moments & CX Impacts
My Customer Experience (CX) obsession started when I received a package in the mail. I was not anticipating a box labeled, “To Stacy, From Stacy.”
CX Lessons From My Experience At The Apple Store
As discussed in “Make It Easy To Get Help,” it’s essential that companies focus on creating great experiences not just at the beginning of their buying journey but post-purchase too. Customers often need support in setting up and using a new product
Delight Customers Without Strings Attached
Most people enjoy receiving gifts on their birthdays. They get a sense of joy when their favorite brands give them monetary awards. It is a smart business strategy that builds brand loyalty but only if done authentically and without requiring customer actions to qualify. Otherwise, it leads to customer dissatisfaction and negative perceptions. I recently had an experience that demonstrates this very point.
Satisfaction Is Based On An Entire Experience, Not A Single Interaction
There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return.
